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PODCAST

Business Transformation Pitch with The CX Goalkeeper

Gregorio Uglioni

Digital & Business Transformation | Customer Experience | Leadership | Innovation This podcast goes beyond theory. It brings you real-world experiences from best-in-class experts who explore the intersection of people, technology, and measurable business results. Hosted by Gregorio Uglioni—global transformation leader, keynote speaker, and recognized authority in Customer Experience (CX)—each episode features insightful conversations with top executives, innovators, and changemakers. Discover how

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All Episodes

22:31

Energizing Teams, Delighting Customers: Stacy Sherman...

Business Transformation Pitch with The CX Goalkeeper ·

2025/05/12

In this compelling episode of the CX Goalkeeper Podcast, Gregorio Uglioni invites Stacy Sherman to delve into the heart of customer experience (CX) and leadership. Known for her mantra of “Doing CX Right,” Stacy shares her journey, emphasizing the human aspect of businesses and the crucial role of leadership in fostering a culture of engagement and loyalty.A Short Description of the GuestStacy Sherman is a distinguished voice in customer experience. She focuses on humanizing business and ensuring

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23:43

Workforce Management in the Digital Age

Business Transformation Pitch with The CX Goalkeeper ·

2025/05/05

This episode is a goldmine for leaders, CX professionals, and anyone working in contact centers. Irina Hollatz, workforce management (WFM) expert and podcast host of “WFM Unfiltered,” shares powerful insights on how workforce management impacts customer satisfaction, how AI can support—not replace—humans, and why empathy and process are key to digital transformation. This is a must-listen for anyone who wants to deliver exceptional service in the digital age.About the Guesta few words from Irina: My

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28:28

Best Of: Simplification at the Core: Lou Carbone on...

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/28

In the ever-evolving customer experience landscape (CX), the CX Goalkeeper Podcast stands out by bringing thought leaders and industry pioneers to discuss the future of customer engagement and leadership. This "best of" is no exception, featuring an insightful conversation with Lou Carbone, a trailblazer in experience management and the founder of Experience Engineering.About the Guest: Lou CarboneLou Carbone has been at the forefront of customer experience for decades, helping organizations shift

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27:41

The CX Leadership Blueprint: Build It Right from Day One

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/21

In Episode 233 of the CX Goalkeeper Podcast, host Gregorio Uglioni speaks with Sarah Caminiti, Head of Customer Service in the US at Acam and the host of the Epical Growth podcast. This episode dives deep into foundational leadership and how it shapes strong CX teams and business results. Sarah shares powerful, real-life insights on building empowered teams, asking better questions, and leading with empathy and purpose. This episode is a goldmine if you're a CX leader or an aspiring one.About the

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28:38

The Disney Magic: Lessons Every Business Can Use Today

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/14

Released date: April 2025 Episode Number: 233 Name of the guest: Vance MorrisWhy You Can't-Miss This EpisodeIn this magical episode, Vance Morris shares powerful customer experience strategies straight from the Disney playbook. As a former Disney cast member and a business owner who successfully adapted these strategies into non-glamorous industries like carpet cleaning, Vance reveals how any business can create unforgettable experiences. This is a masterclass on turning ordinary services into

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28:30

The Way of Working Changed: Building Human-Centered...

Business Transformation Pitch with The CX Goalkeeper ·

2025/04/07

In this inspiring episode of the CX Goalkeeper Podcast, Luke Jamieson shares his bold vision for the future of work, customer experience, and employee engagement. From human-centered organizations to the power of authenticity and observability in CX, Luke’s energy, ideas, and real-life stories will challenge the way you think about leadership, workplace culture, and recognition.About the GuestLuke is one of the top global influencers and thought leaders on cx, employee engagement and the future of

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23:08

The AI-Powered Data Revolution: What Leaders Need to...

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/31

Discover how to harness AI and cloud technology to revolutionize your data strategy. Aravind Nuthalapati explains how businesses can leverage AI-driven insights, overcome cloud migration challenges, and position themselves for competitive success.About the GuestAravind is a Cloud Technology Leader specializing in big data and cloud technologies, where he focuses on driving strategic modernization of data ecosystems to support diverse analytics use cases. With a proven track record of delivering

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22:51

The REAL Top CX Predictions for 2025

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/24

In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.About the GuestPeter has a degree in Political

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34:03

Best Of: Pioneering CX Leadership: Karl Sharicz's...

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/17

In this inspiring episode of the CX Goalkeeper Podcast, we're excited to feature Karl Sharicz, a luminary in the field of customer experience (CX). Karl's vast expertise spans various facets of CX, including transformation, leadership, and strategy. Join us as we delve into his extraordinary career journey, unpacking lessons that redefine what it means to be a leader in the customer-centric world of today.What You'll Learn:Insights into Karl Sharicz's transformative CX careerThe essence of servant

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33:16

Highlight: Leading with Data and Harnessing AI with...

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/10

Fantastic replay! Your host, Greg, engages in a fascinating conversation with Jim Iyoob, a visionary in customer experience and AI integration. Discover how artificial intelligence and data-driven strategies are revolutionizing the customer service industry and what this means for the future of businesses.About Our Guest: Jim Iyoob, the Chief Customer Officer at ETech Global Services, is an expert with over two decades of experience in customer experience and contact center operations. His journey

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24:49

Transforming Digital Insurance Space with CX

Business Transformation Pitch with The CX Goalkeeper ·

2025/03/03

In this episode of the CX Goalkeeper Podcast, I had the pleasure of speaking with Rajesh Sankaran, a seasoned insurance industry expert. We discussed how customer experience (CX) is reshaping digital insurance, the challenges of balancing the human touch with technology, and why emotional value is key to customer loyalty. Rajesh shared valuable insights on AI, digital transformation, and personalization strategies in the insurance industry. If you want to understand how Netflix, Amazon, and other

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32:16

Highlight - Uplifting Eastern Bank: Human Centred...

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/24

With Rich Dorfman, a seasoned CX professional from Eastern Bank, we discover the strategies and principles that drive successful customer experience in the banking industry. Learn how Eastern Bank leverages customer feedback and employee engagement to enhance its service and build a sustainable, profitable organization.Key Highlights:Rich Dorfman's journey and role in transforming customer experience at Eastern Bank.The evolution of customer expectations in the banking sector.Strategies for aligning

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26:55

Innovate or Die: Why Proactive Service is Key to...

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/17

In this episode of the CX Goalkeeper Podcast, Valerie Peck shares her insights on why proactive service is key to long-term business success. We explore the power of innovation, the role of data in anticipating customer needs, and why reactive customer experience strategies are no longer enough. This episode is a must-listen if you want to stay ahead in the competitive CX landscape!About the GuestValerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into

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21:33

HIGHLIGHT: Strategy for Sustainable Growth

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/11

Unlock the secrets to sustainable growth and transformative leadership with Monika Schulze on the CX Goalkeeper Podcast. This is one outstanding REPLAY of the top episodes! This episode dives into curiosity-driven innovation, strategic partnerships, and the art of leadership across cultures.Monika Schulze, a luminary in strategic marketing, shares her unparalleled insights on navigating the digital age with a customer-centric approach. Don't miss this masterclass in leveraging challenges for growth,

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40:09

Creating Workplaces Where People Thrive: A New...

Business Transformation Pitch with The CX Goalkeeper ·

2025/02/03

Workplace wellbeing is more than just a buzzword—it’s a game-changer. In this episode, Craig Fearn, a leading expert in workplace wellbeing, shares powerful insights on how organizations can create environments where employees thrive. From understanding the true meaning of wellbeing to shaping a positive workplace culture, this episode is packed with practical strategies that leaders can apply immediately. If you’re a business leader, CX professional, or someone passionate about creating a better

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30:39

HIGHLIGHT: Charting the Future: AI, Culture, and...

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/27

Join us on the CX Goalkeeper Podcast for the replay of a captivating conversation with Jeremy Watkin, a seasoned expert in customer support and experience from Number Barn. In this episode, we explore the transformation of contact centers, the integration of technology in customer service, and the importance of human connections in enhancing customer experience.This episode is essential for anyone in customer experience, offering deep insights into the current trends and future directions of

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30:08

PIVOTING STRATEGIES FOR TOUGH CUSTOMERS & TOUGH...

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/20

Why You Can't-Miss This EpisodeIn this captivating episode, Marilyn Suttle shares practical strategies for dealing with tough customers and employees while creating a work environment where everyone thrives. From her groundbreaking book, Who's Your Gladys?, to her personal journey, Marilyn delivers actionable insights that redefine how leaders, teams, and organizations can improve customer interactions and employee engagement.About the GuestMarilyn Suttle has a proven track record of transforming

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19:50

REPLAY: Humanizing Customer Service with Alex Mead

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/13

Welcome to the "BEST OF" episodes of the CX Goalkeeper Podcast. In this replay, we're thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership in CX.About This Episode: Alex Mead, a renowned CX expert, brings his profound expertise and unique perspectives to our podcast. This episode is a deep dive into the critical aspects of customer experience, focusing on the power of authenticity and

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28:29

THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING...

Business Transformation Pitch with The CX Goalkeeper ·

2025/01/06

Why You Can't Miss This EpisodeIn this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg discusses digital transformation, agile methodologies, and the pivotal role of customer and employee experiences in driving success. This is a must-listen for anyone passionate about transforming organizations and delivering exceptional value to

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22:30

CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025...

Business Transformation Pitch with The CX Goalkeeper ·

2024/12/30

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!Episode SummaryThis episode is packed with insights from three

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